10 years of trouble: insurers list their sins

The Hayne royal commission today published detailed “initial request” submissions provided by financial services companies before the hearings began.

Firms were instructed to list every instance of misconduct and conduct falling below community standards identified over the past decade.

The list includes offerings from the four general insurers that appeared before the royal commission – Allianz, Suncorp, IAG and Youi – as well as AIG, Auto & General, Chubb, Genworth, Hollard, QBE, RAC Insurance and Zurich.

General insurers acknowledge hundreds of incidents over the 10 years. IAG alone identifies 112 instances of misconduct and 40 instances of conduct falling below community standards and expectations.

The documents list major issues outlined in last month’s insurance hearings, such as add-on insurance sold through motor dealers and claims and complaints handling.

Other significant concerns such as mental health exclusions in travel insurance, and incorrect premium calculations following the abolition of the fire services levy in Victoria, were not dealt with by the commission but have been widely reported previously.

A plethora of other breaches of the General Insurance Code of Practice, complaints and privacy failings are also listed.

Submissions to the “policy questions” document published following the insurance round of hearings, and to the interim report are yet to be published by the royal commission, although some entities have released submissions themselves.